AccountId: 011433970860
ContactId: 9f1f97f6-1ce6-42ce-a0cf-5a916ac29402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617549 ms
Total Talk Time (AGENT): 332355 ms
Total Talk Time (CUSTOMER): 163765 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9f1f97f6-1ce6-42ce-a0cf-5a916ac29402_20250407T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. um, I was told I had to call y'all to get my short term disability started.
[AGENT][NEUTRAL] OK [PII], I can help you with um a claim, sir. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 309
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number?
[CUSTOMER][NEGATIVE] Um, that she never give me.
[AGENT][NEUTRAL] OK, I can look
[CUSTOMER][NEUTRAL] Are
[AGENT][NEUTRAL] I can look it up with your social if you give me your social, it'll pull in all your policies for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the middle digits, the two digits? [PII]?
[CUSTOMER][NEUTRAL] 60
[AGENT][POSITIVE] [PII]. OK, thank you. Yes, sir. Thank you very much.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Why do you do that?
[AGENT][NEUTRAL] All right. Let me look this up real quick.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] listening, looking at your phone.
[AGENT][NEUTRAL] OK, I think I have your policy pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It my address is [PII].
[CUSTOMER][NEUTRAL] My billing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your your email address and your cell phone number that we have on the policy.
[CUSTOMER][NEUTRAL] And you need what else
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, are you in the process of um a claim now and you need to.
[AGENT][NEUTRAL] Do your monthly file?
[CUSTOMER][NEUTRAL] Well, I honestly didn't realize I had.
[CUSTOMER][NEUTRAL] Short term this building this building.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I've been out of work since the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I called, I called the other place.
[CUSTOMER][NEUTRAL] I can't remember her name right off, but she's the one that told me I had to call y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I send her my 1099 and all that.
[AGENT][NEUTRAL] OK, so I do show that on [PII] a claim was submitted is, is that um.
[AGENT][NEUTRAL] What you're calling about is the.
[CUSTOMER][POSITIVE] It, it was right about there.
[AGENT][NEUTRAL] OK, so it has a few remarks on it. Um, it's missing a little bit of information that we need to get.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, it says that the claim.
[CUSTOMER][NEUTRAL] I guess that's why she said I need.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes sir, it says that um the claim form submitted was incomplete in order for additional consideration to be given to your claim, please complete the employee's portion of the claim form in its entirety.
[AGENT][NEUTRAL] And um the physician's portion of the claim form also has to be completed.
[AGENT][NEUTRAL] So you'll need to take that.
[CUSTOMER][NEGATIVE] OK, I've never gotten this.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] I never got a claim form that's why she told me to call you I guess.
[AGENT][NEUTRAL] OK, um, I'm gonna give, are you signed up for the online service center, sir?
[CUSTOMER][NEUTRAL] Online sir I have no idea what you're talking about.
[AGENT][NEUTRAL] OK, let me give you that address, um, so you can sign up for it and you can submit your claim through there you can also get the claim form on that online service center website.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's secured [PII].
[AGENT][NEUTRAL] C U R E D.
[AGENT][NEUTRAL] [PII] like Apple [PII] AM public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you go into that website, you'll sign up for it as the first time you're gonna sign up as a new user.
[AGENT][NEUTRAL] It's gonna be your first option and then your second option is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just choose your username and password that you want to use for that site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you'll get the short term disability claim form. I'm also gonna give you our website in case you wanna just go there and get it and download it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's um our website is [PII] without the security in the front, it's just [PII].
[AGENT][NEUTRAL] So you get that once you get that claim form you'll have to have your employer fill out their portion, your physician fill out their.
[CUSTOMER][NEUTRAL] I am the employer that's just it.
[AGENT][NEUTRAL] Can you hear me, sir? Hello, I hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can now.
[AGENT][NEGATIVE] We had a little glitch in the phone.
[CUSTOMER][NEUTRAL] Yes, I am the.
[CUSTOMER][NEUTRAL] Yeah, I am the employer that's just it.
[AGENT][NEUTRAL] OK, so, um, Universal Trucking, it looks like you're through Universal Trucking and um GMP Trucking doing business as GMP Trucking.
[CUSTOMER][NEUTRAL] GMP is no longer in business. I'm a independent operator. I've been paying my insurance payments for.
[CUSTOMER][NEUTRAL] God knows how long.
[AGENT][NEUTRAL] Yes sir, so what you'll need to do is um through universal Trucking, um, you're contracted through universal Trucking GMP trucking, you'll need to go to your HR person there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That you got your benefits from.
[AGENT][NEUTRAL] And have them fill out the portion of the claim form.
[CUSTOMER][NEGATIVE] How am I gonna get a hold of somebody that's not in business tomorrow?
[AGENT][NEUTRAL] Universal Trucking is a nationwide company. It's still in business.
[CUSTOMER][NEUTRAL] In the [PII]
[CUSTOMER][NEUTRAL] Right, right, right. I understand that, but GMP is no longer.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] That's what I keep telling
[AGENT][NEUTRAL] What you'll need to do is just go to Universal Trucking.
[AGENT][NEUTRAL] And let them fill out their portion of the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, where's Universal Trucking?
[CUSTOMER][NEUTRAL] She says go too.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Or you can send it you can email it to them you know if that's easier for you guys too if it's too far away you can email it they just need to get the form and fill out their portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you wanted to.
[CUSTOMER][NEUTRAL] I'm, I'm so confused. I'm sorry.
[AGENT][NEUTRAL] I understand sir um if you wanted to I could transfer you to uh Universal Trucking and you could talk to somebody there and see how they prefer for you to get that form to them so that they can fill it out.
[CUSTOMER][NEUTRAL] OK, I'm still off on how I'm gonna get it to fill it, but, OK.
[CUSTOMER][NEUTRAL] Huh
[AGENT][NEUTRAL] Oh, I'm sorry. Right, right. There's just a portion on that claim form for you to fill out yourself. And then there's another portion on that claim form that the doctor will need to fill out.
[CUSTOMER][NEUTRAL] I've never done this before.
[AGENT][NEUTRAL] And then there's another portion on there that universal trucking will need to fill out, you.
[CUSTOMER][NEUTRAL] Right, I get that.
[AGENT][NEUTRAL] Who you're contracted through.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] How do we get a hard copy of the contract that he has to fill out.
[CUSTOMER][NEUTRAL] How do I get a copy of the hard, a hard copy of it?
[AGENT][NEUTRAL] Um, that website that I gave you, the [PII]. When you get on that website, you'll go to claims and forms.
[AGENT][NEUTRAL] Once you click on claims and forms you're gonna choose the short term disability claim form for UTBA.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] UB U. Oh you.
[AGENT][NEUTRAL] And UTB, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll download it and then you can print it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and I guess put me forth to.
[AGENT][NEUTRAL] Universal Trucking.
[CUSTOMER][NEUTRAL] Have you ever
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I, I guess so.
[AGENT][NEUTRAL] Yes, and just tell them that you have a part of a claim form that needs to be filled out for short term disability and how do you go about getting somebody to fill that out for you through your employer?
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before I transfer you over?
[CUSTOMER][NEUTRAL] I, I don't guess
[AGENT][POSITIVE] Alright, well you take care. I hope you get to feeling better and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.